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  • New Global Directors Join the 2018-2019 HFTP Board

    The HFTP 2018-2019 Global Board of Directors was installed during the association's 2018 Annual Convention and introduces new directors Toni Bau, Carson Booth, CHTP and Mark Fancourt. These extensive director profiles give insight into the distinguished professions and personal goals of HFTP's newest association leaders.

  • Members Only: 2018 HFTP Compensation and Benefits Report

    By Tanya Venegas, MBA, MHM, CHIA. Results to the biannual survey conducted by Hospitality Financial and Technology Professionals (HFTP). Information includes data on compensation and benefits trends for finance and technology professionals in the club and lodging industries.

  • Primary Club Metrics

    Survey results identify which metrics are most often used to determine performance. By Agnes DeFranco, Ed.D., CHAE; Tanya Venegas, MBA, MHM, CHIA; and Amanda Belarmino

  • Introducing 'Your HFTP': An Updated Online Interface for HFTP Members

    HFTP is excited to announce the newly updated “Your HFTP” online account portal. “Your HFTP” allows you to successfully manage your HFTP membership online. This refreshed online interface looks and feels just like the HFTP website and (better yet) is mobile-responsive.


AHLEI Offers Unconscious Bias Training Suite for Employees, Managers

Educational Institute ·19 April 2019
Understanding Unconscious Bias in Hospitality is a new online training suite developed by the National Restaurant Association in conjunction with the Multicultural Foodservice & Hospitality Alliance (MFHA) and the American Hotel & Lodging Educational Institute (AHLEI). As part of the ServSafe Workplace platform, this training educates learners about unconscious bias with hospitality industry-specific examples presented through modules for employees and managers."The hospitality industry is as diverse as the communities we serve," said Sherman L. Brown, Executive Vice President, Training & Certification, National Restaurant Association. "Increasing awareness of unconscious bias and its effects, and equipping our people with the tools they need to manage bias, is essential to the success of our industry."The training serves as a springboard to heighten awareness of unconscious bias, which will help hospitality employees and managers interact more fairly and mindfully with guests and one another.Topics in the 30-minute employee program include:Defining unconscious bias and the many forms it can takeUnderstanding the impact that bias can have on interactions with guests and fellow employeesUnderstanding how to conduct oneself with a greater fairness and an awareness of others' perspectivesThe managers' training includes an additional 30 minutes of information on:Proactively and reactively managing situations in which bias occursManaging employee interactions to promote a fair, respectful, and inclusive workplaceLearning how to deal with difficult situations to minimize impact on the businessIn addition to the Understanding Unconscious Bias online training content, managers and trainers will have access to a variety of complimentary resources to help them continue training through pre-shift lessons. Resources include breakroom posters, videos, and a discussion guide."Bias can impact all aspects of American business," said Gerry A. Fernandez, MFHA President and Founder. "Successful leaders in the industry are ready to learn what bias is, how it works, and how unconscious bias ties into recruiting, leadership development, and customer service."Understanding Unconscious Bias in Hospitality offers multiple solutions for businesses, including versions for managers or employees, English or Spanish, volume pricing, and bundling with other programs in the ServSafe Workplace suite. To learn more, visit

ServSafe Workplace Debuts with Sexual Harassment Prevention Training Suite

Educational Institute ·13 September 2018
The National Restaurant Association, parent organization of the American Hotel & Lodging Educational Institute (AHLEI), today announced the launch of an online training suite focused on Sexual Harassment Prevention, the first programs in its new ServSafe Workplace training line. Sexual Harassment Prevention in the Restaurant Industry and Sexual Harassment Prevention in the Hospitality Industry are interactive, digital training programs that address sexual harassment and the harmful impact it has on individuals and businesses. There are employee and manager versions for each program.Developed specifically for the unique needs of the foodservice and hospitality industries, this modern, engaging course features scenario-based learning and focuses on the impact to individuals while emphasizing the responsibility each employee has for maintaining a respectful and inclusive workplace.Key objectives of the employee version of the program include:Define sexual harassment and the two forms it can take.Understand the harmful impact sexual harassment can have on victims, businesses, and those who harass.Recognize conduct that's appropriate, and not appropriate, for work.Understand when and how to report sexual harassment.Building on the content in the employee program, the Manager edition also focuses on the vital role managers play in creating and promoting a harassment-free workplace culture and provides them with the tools they need to respond confidently and appropriately to sexual harassment claims.The hospitality version of the sexual harassment training aligns with the goals of the American Hotel & Lodging Association's new 5-Star Promise program announced on September 6. The third "star" of that initiative refers to the importance of having ongoing training and education for employees on identifying and reporting sexual harassment. The new training, which can be purchased from the American Hotel & Lodging Educational Institute, includes training for both employees and managers, and is available for licensing by hotel organizations."The ServSafe team is excited to offer this timely training to our industries," said Sherman L. Brown, Executive Vice President, Training & Certification, National Restaurant Association. "The strong response to the complimentary Sexual Harassment Prevention webinars we presented this summer shows that people in both foodservice and hospitality are eager to learn how to address this issue and change the culture, and we are proud to provide them with the tools to make that happen."ServSafe Workplace is a new suite of training programs rooted in the cultural and social issues affecting today's restaurant and hospitality work environments. Leveraging ServSafe's reputation for premier risk-mitigation training, ServSafe Workplace focuses on ways for managers and employees to navigate the sometimes-difficult topics facing service-industry professionals.For additional information about the programs, visit and

New Edition of Planning and Control for Food and Beverage Operations Textbook Reflects Industry Trends, Technology Updates

Educational Institute ·26 January 2018
The ninth edition of Planning and Control for Food and Beverage Operations is now available from the American Hotel & Lodging Educational Institute (AHLEI). Written by Jack D. Ninemeier, Ph.D., this essential management textbook introduces readers to the control processes used to reduce costs and increase efficiency in food and beverage operations in restaurants and hotels. The book explores how planning and control functions can help operations work smarter, compete for greater market share, and provide value to guests.New to the ninth edition is a chapter feature called "Advice from a Mentor," which poses questions and provides answers related to big-picture issues such as career decisions and business philosophies, as they apply to content covered in that chapter. There are two new sections related to buffets, salad bars, and other self-service venues; and a new section on inventory management methods such as just-in-time purchasing systems and supplier-managed inventory systems.Each chapter has been updated to reflect the latest technologies and how they affect planning and control processes and procedures. Examples include the use of cloud-based budgeting systems, self-service kiosks and handheld server terminals, automated beverage control systems, and the role of social media in employee recruitment. In addition, content concerning financial statements has been revised to comply with the most recent Uniform System of Accounts for the Lodging Industry.Planning and Control for Food and Beverage Operations, Ninth Edition, is used in college and university hospitality management programs worldwide and is also available as part of AHLEI's online distance learning program.

New Guest Service Gold Tourism Teaches Service Delivery Skills for Destinations

Educational Institute ·12 January 2018
The American Hotel & Lodging Educational Institute (AHLEI) has launched a new tourism-focused version of its bestselling Guest Service Gold training and certification program designed to arm all hospitality and tourism employees with the skills they need to deliver high-caliber service to every guest, every time.In a digital world where 9 out of 10 travelers think reading online reviews is important, and 70% of travelers who use review sites look at up to 20 reviews in the planning stages of their trips, it is essential that tourism businesses deliver experiences that lead to positive reviews. And what leads to a five-star review? According to a survey of 1,800 top-rated venues, 72% of five-star ratings cited great service, while only 11% of top reviews cited value or cleanliness.Guest Service Gold Tourism demonstrates how tourism employees can use seven guest service elements to connect with guests in ways that create memorable encounters and repeat business. Topics are:Recovery: Turn it AroundPersonalization: Provide an Individualized ExperienceKnowledge: Be in the KnowPassion: Inspire OthersCommitment: Be All InInclusion: Include EveryonePersonality: Be Yourself"Today's travelers are quick to share their experiences--good or bad--online. It's absolutely essential for every tourism venue to be committed to delivering amazing guest service that visitors will want to rave about," said Lawrence J. Lynch, FASAE, CAE, senior vice president, certification & operations, National Restaurant Association. "Guest Service Gold Tourism teaches tourism professionals seven ways to impress guests and inspire repeat business."The training prepares individuals to earn the Certified Guest Service Professional (CGSP) designation, held by nearly 40,000 hospitality employees worldwide. Properties and tourism businesses that certify all guest-facing staff can become Certified Guest Service Properties.Guest Service Gold Tourism is offered in print and online formats. English and Spanish versions are available. For more information, visit or contact or 1.800.349.0299.

AHLEI Announces Partnership with Work4Stars; Will Offer Training Focused on Morocco's Vision 2020 Goals

Educational Institute ·26 October 2017
Work4Stars, an executive search and recruitment company focused on the hospitality, tourism, and events sectors, has partnered with the American Hotel & Lodging Educational Institute (AHLEI) to offer hospitality training and professional certification to current hospitality professionals and those seeking a career in hospitality and tourism. Work4Stars is AHLEI's first global partner in Morocco and north Africa.Tourism is the second-largest job creator in the kingdom of Morocco, which has set a goal of becoming one of the world's top 20 tourist destinations by 2020. The program, known as Vision 2020, has already created an increase in the number of hotel rooms and generated a need for hospitality training for 130,000 people."It is one of our goals to be closely involved in the professional preparation of the future generation and provide them with new opportunities to be work-ready and to assist them during their career path," said Rita Levy, founder and managing director of Work4Stars. "In this respect, we want to actively collaborate with the development of Vision 2020."About 11 million tourists are expected to visit Morocco, a number which should rise to 20 million by 2020. All of this has as an immediate consequence that training and formation of hospitality professionals is to be considered a high level priority by the government and their institutional entities.Taking into account the quality requirements of Vision 2020, Levy noted that certain actions should be carried out by those involved in training and professional development. These include:Reinforcing service dimensions, social skills, and know-howReinforcing language skillsDeveloping middle-management trainingAdapting the training to the evolution of the sector and to the diversity of the touristic offer: events management (sportive, cultural and entertaining events), new niches (golf, well-being), and new trades (e-tourism)."Work4Stars intends to respond to the requirements of this growing international demand by offering several of AHLEI's training modules in Morocco," said Levy.These trainings include Guest Service Gold and the Certified Guest Service Professional (CGSP) certification; Supervisory Skill Builders and the Certified Hospitality Supervisor (CHS) certification; and professional certifications for mid-level and upper-level hospitality managers and executives.The AHLEI programs include detailed training, followed by a comprehensive exam. After passing the exam, successful participants will receive a professional hospitality certification, which is unique in Morocco and which will carry a special designation in their CV. It can be obtained for all levels, from line-level through hospitality management."AHLEI is truly excited to partner with Work4Stars to bring our professional development and training programs to the hotel industry in Morocco," said Ed Kastli, MBS, CMHS, CGSP, vice president, international sales for AHLEI. "As one of the top destinations in MENA, Morocco is realizing that the quality of their tourism infrastructure and product offerings need to go hand-in-hand with efficient customer service that meets and exceeds the expectations and aspirations of its visitors. We are keen to contribute our resources to assist Morocco in expanding its hospitality and tourism standards."

Hoteliers, Hospitality Educators Pursue Professional Certification in Philippines

Educational Institute ·30 August 2017
Professional certification continues to be a priority for hospitality professionals and educators in the Philippines, supported by Asia World Hospitality, an international partner of the American Hotel & Lodging Educational Institute (AHLEI). During a session held July 21-24 at Seda Hotel Nuvali, 11 general managers from the Ayala Hotel & Resorts Corporation and Hotel Benilde (the hotel of De La Salle--Benilde College) passed the Certified Hotel Administrator (CHA(r)) exam, the largest group of hoteliers in the Philippines to earn the certification on their first attempt.The following week, 13 educators from eight academic institutions participated in a Certified Hospitality Educator (CHE(r)) workshop July 27-30 at Seda BGC Hotel. The schools included: PHINMA Education - Araullo University, PHINMA Education - Southwestern University, Nueva Vizcaya State University, Tarlac State University, Centro Escolar University, Far Eastern University, Academy of Pastry and Bakery Arts Philippines, Philippine Merchant Marine School. In addition, Ms. Wilma Moran Estaura, the group director of human resources for Ayala Hotel & Resorts Corporation, participated in the workshop. She has the distinction of being the first Filipina to earn the Certified Hospitality Trainer (CHT(r)) designation.This was the first CHE(r) workshop to be held after the Philippine Commission on Higher Education (CHED) approved the CHE(r) and other AHLEI programs (Certified Hospitality Instructor and Certified Guest Service Professional) for inclusion in their Professional Advancement Grants Program. Through this program, Filipino educators can receive scholarship grants to pursue certifications that will further their expertise and mastery of skills in hospitality education."The CHED's endorsement of AHLEI's programs are a welcome development to the portfolio of programs that we offer as aligned with our mission to aid in the advancement of our educational system in the Philippines. We are also grateful to deliver these globally-recognized programs with the help of the US Embassy Commercial Service." said Machi Borja, CGSP, CLSO, director of Asia World Hospitality."We are honored to see CHED embrace our vision in in upgrading the skills of the Filipino educators through the professional development programs we offer internationally and locally," added Ed Kastli, MBA, CMHS, CGSP, AHLEI's vice president, international sales.

AHLEI Publishes New Edition of Hotel and Restaurant Accounting Textbook, Workbook

Educational Institute ·17 August 2017
The American Hotel & Lodging Educational Institute (AHLEI) has published a new edition of Hotel and Restaurant Accounting, by Raymond Cote, CPA, CCP. This introductory hospitality accounting textbook accentuates the relationship between business principles and accounting in hotel and restaurant operations. Students will learn accounting information that can be applied in hotel and restaurant environments.The eighth edition of Hotel and Restaurant Accounting has been significantly revised, incorporating several chapters and two case studies previously included in the author's Accounting for Hospitality Managers textbook and eliminating or combining several other chapters. Every chapter has been enhanced with key terms, definitions, review questions, and practice problems.Hotel and Restaurant Accounting is also a required textbook in several of AHLEI's multiple-course curricula for schools and Distance Learning students, including the 12-course Hospitality Management Diploma, eight-course Hospitality Operations Certificate, six-course Hospitality Fundamentals Program, and five-course Accounting and Financial Area of Specialization.For schools using the textbook, AHLEI also offers a Hotel and Restaurant Accounting Student Workbook. Chapter-by-chapter activities give students additional practice with a variety of hotel and restaurant accounting procedures and transactions. Problems include multiple-choice, true/false, definitions, and computations. Answers are provided in the instructor solutions manual, which is available free with purchase of 10 or more workbooks, by contacting Academic Sales at 1.800.344.4381 or +1.407.999.8100 or

Controlling Alcohol Risks Effectively (CARE) Training Approved in Rhode Island

Educational Institute · 5 July 2017
The American Hotel & Lodging Educational Institute's responsible alcohol service training program has been approved for use in Rhode Island. Controlling Alcohol Risks Effectively (CARE) for Servers is now listed as a Certified Alcohol Server Training Program by the Rhode Island Department of Behavioral Healthcare, Development Disabilities, and Hospitals. Both the print-based seminar and CARE Online training are approved for use.CARE for Servers is a one-day seminar that prepares servers with the proper knowledge of how to handle the challenges of responsible alcohol service. During the program, servers learn to:Effectively monitor and control guests' alcohol consumptionTactfully intervene before problems ariseCarry out their establishment's ID-checking policies and spot false identificationHandle minors according to their operation's specific policiesThe hospitality-specific training also includes content covering mini-bars, room service, and self-service gift shops that sell alcohol; and additional information on products that affect the body's absorption of alcohol, such as energy drinks, herbal remedies, and medication. To meet various state requirements, the program also includes information on tobacco.The version approved for Rhode Island includes an informational supplement on Rhode Island state laws related to alcohol service.The CARE for Servers seminar kit includes a Manager/Trainer Guide, Server Training Video, Sample Server's Manual, and Sample Pocket Guide. Properties purchase server manuals and pocket guides for each trainee, who must pass an AHLEI-graded final exam with a score of 84% or higher to receive the CARE certificate and training verification card. Tiered pricing is available for quantity purchases. CARE Online offers the same training content in a self-paced online format. CARE is not available through AHLEI's online store. For more information or to purchase CARE, please call 1.800.349.0299 or +1.407.999.8100, or email

AHLEI Debuts Tourism Version of Guest Service Gold Training for Oregon

Educational Institute ·19 April 2017
The American Hotel & Lodging Educational Institute (AHLEI) has customized its Guest Service Gold training program with a tourism focus, featuring real-life stories from Oregon tourism organizations. The project is a collaboration between AHLEI and the Oregon Restaurant & Lodging Association Education Foundation (ORLAEF), with the sponsorship of Travel Oregon.The new Guest Service Gold Tourism-Oregon Edition is the next step in a relationship that began in the fall of 2015, when ORLAEF signed an agreement with Travel Oregon to be the customer service training provider for the state's travel and tourism industry, using AHLEI's Guest Service Gold and the Certified Guest Service Professional (CGSP). Since then, 420 Oregon industry members have been CGSP certified."We are very pleased to serve our hospitality partners' needs by creating a new expanded version of the guest services curriculum," said Wendy Popkin, ORLA Education Foundation Executive Director. "We appreciate the collaboration with AHLEI and Travel Oregon's sponsorship so that we could take our concept to reality, and we are excited that it features our state's own employees representing such a diverse cross-section of our tourism industry. We believe that the use of the curriculum will help provide a common language and platform for our state's tourism employees with tools that will enable them to create positive and lasting memories for our visitors.""We appreciate ORLA Education Foundation's leadership in delivering a program that enhances the Oregon experience by pairing it with exceptional guest service principles," said Todd Davidson, Travel Oregon CEO. "Outstanding customer service can transform a guest's ordinary experience into a treasured memory. We believe that every single guest in Oregon should be treated to the best customer service in the country, which the latest version of Guest Service Gold will help to achieve."Segments in the tourism-focused Guest Service Gold feature the following Oregon tourism entities:Recovery: Turn it Around --Theory Restaurant at the Oregon Museum of Science and Industry (OMSI)Personalization: Provide an Individualized Experience--Timberline Lodge and Ski AreaKnowledge: Be in the Know--Sheraton Portland Airport HotelPassion: Inspire Others--St. Josef's WineryCommitment: Be All In--Portland International AirportInclusion: Include Everyone--Oregon Convention CenterPersonality: Be Yourself--Travel Oregon State Welcome CenterVictor Arguelles, Manager of Learning and Development for AHLEI, said that the Oregon tourism-specific edition of Guest Service Gold is "born in hospitality and comes alive in tourism. The goal is to have a seamless guest experience from the time a visitor lands in the airport in Portland to the time they check out of their hotel, and every step along the way. We want everyone who interacts with them to be committed to delivering the best service experience possible."Since AHLEI introduced Guest Service Gold Making Connections in 2011 and Guest Service Gold Golden Opportunities in 2015, more than 37,000 individuals have completed the training, with more than 34,000 earning the Certified Guest Service Professional (CGSP) designation.For more information on the Oregon program see

University of Santo Tomas Honored as First Academic Certified Guest Service Property

Educational Institute · 7 April 2017
The American Hotel & Lodging Educational Institute (AHLEI) has honored The Pontifical and Royal University of Santo Tomas (UST) in the Philippines as the first academic institution in the world to be recognized as a Certified Guest Service Property. The designation is awarded to organizations that have made a commitment to train their people with AHLEI's Guest Service Gold(r) program and certify individuals as Certified Guest Service Professionals (CGSP(r)).The university's College of Tourism and Hospitality Management (CTHM) certified faculty members, staff, and students who work in the university's on-site hotel. UST has committed to offering the training and certification five times a year to ensure that all hospitality graduates earn the certification. Earning the Certified Guest Service Property designation is one of many steps UST is taking to ensure that the school is globally competitive.The award ceremony was held in the Rector's Hall in UST's main building on March 24. Special guests at the event included Ms. Aliza Totayo, Commercial Attache of the International Trade Administration of the Embassy of the United States of America; and Francinne San Juan and Machi Borja, respectively, General Manager and Director of Asia World Hospitality, AHLEI's global partner in the Philippines.Very Rev. Fr. Herminio V. Dagohoy, O.P., Ph.D., Rector (UST) mentioned in his acceptance speech that "The university likewise continues to strengthen degree programs in order to facilitate academic mobility for both faculty members and students. This will help develop their competencies by exposing them to best practices in the world." He also acknowledged the thorough and sincere efforts of all the college personnel whose assistance made the achievement possible.The University of Santo Tomas is one of several academic institutions in the Philippines working with AHLEI to enhance their hospitality programs through professional certification. In the summer of 2016, the school was one of three to host a Certified Hospitality Educator (CHE(r)) workshop and exam session to provide faculty members with the opportunity to earn the only professional certification for post-secondary hospitality instructors. Earning the Certified Guest Service Property designation is further evidence of the school's commitment to excellence."It is our great pleasure and honor to see UST, the oldest university in Asia, conferred with the Certified Guest Service Property designation as this historic institution continues to demonstrate its thirst for eminence in education for its students and outstanding reach in pedagogy for its faculty," said Ed Kastli, AHLEI's vice president, international sales. "Congratulations on yet another first!"

Onslow Beach, Inns of the Corps Lejeune-New River Are Marine Corps Community Services' First Certified Guest Service Properties

Educational Institute · 5 April 2017
Two Marine Corps lodging properties in the Camp Lejeune-New River area of North Carolina have earned the Certified Guest Service Property designation from the American Hotel & Lodging Educational Institute (AHLEI), the first from the Marine Corps branch of the military to do so. Onslow Beach and Inns of the Corps staff members completed AHLEI's Guest Service Gold(r) training and earned the Certified Guest Service Professional (CGSP(r)) designation to qualify their facilities for the property-level certification.William Lowery, CHA, Director, Lodging Division, Marine Corps Community Services, Lejeune-New River, said that Guest Service Gold(r) offers training that aligns perfectly with the vision of the lodging division, which is "to provide Marine Corps personnel and their families with a 100 percent positive experience."Employees from both properties attended in-person training sessions, which provided opportunities for constructive dialogue about guest service and concluded with the development of concrete action plans for each staff member."The training focused on being proactive rather than reactive, which is important," said Lowery. "Our goal is a 100 percent positive guest experience; we're not there yet, but I can see that each of our employees is committed to doing their part to deliver first-class service for our guests."He noted that the properties recognize staff members who have been mentioned by name in guest satisfaction surveys, and he has seen an increase in the number of named staff members since the properties completed the Guest Service Gold(r) training.Camp Lejeune in the country's largest Marine Corps installation. The Inns of the Corps hotel serves about 60,000 guests annually, while the Onslow Beach property serves more than 100,000 guests, representing Marine Corps personnel and their families.

New Edition of AHLEI's Front Office Textbook Shows Impact of Technology on Operations

Educational Institute ·29 March 2017
The American Hotel & Lodging Educational Institute (AHLEI) has published the tenth edition of one of its bestselling textbooks, Managing Front Office Operations, by Michael L. Kasavana, Ph.D. This textbook provides a comprehensive overview of a hotel's front office and the role it plays in creating memorable guest experiences. Readers will learn how the front office interacts with other departments, strategies front desk personnel can use to help keep the hotel profitable, and how e-commerce and social networking affect front office operations.The tenth edition features several new sections related to the impact of technology on hotel operations, including information on social media platforms, mobile services, mobile device connectivity issues guests may experience in hotels, mobile payments, and how the Internet of Things will affect guest service. New material has been added on key cards and keyless entry technology. In addition, the section on income statements has been revised to reflect the most recent edition of the Uniform System of Accounts for the Lodging Industry.Managing Front Office Operations, Tenth Edition, is available in print and eBook formats, and is also available as a Distance Learning course.Educators at hospitality management programs in the United States can order this and all AHLEI textbooks directly from AHLEI, as the organization discontinued its distribution agreement with Pearson Higher Education, effective July 1, 2015. U.S. academic customers can place orders and request desk copies by contacting or by calling 1.800.344.4381 or +1.517.372.8800. Industry customers can order online at

AHLEI Adds Breakfast Attendant Training and Certification to START Program

Educational Institute ·15 March 2017
The American Hotel & Lodging Educational Institute (AHLEI) has added training and certification for Breakfast Attendant to its START for Individual Positions series, which provides flexible training and certification modules in multiple formats to meet the needs of schools, workforce agencies, and properties.In the past few years, the role of breakfast attendant has become much more prevalent at lodging operations. In fact, according to the 2016 Lodging Survey, 62% of properties surveyed offer complimentary breakfast service, including 80% of upper-midscale properties, 96% of midscale properties, and 81% of economy properties.Position-specific knowledge for Breakfast Attendant includes displaying breakfast items, properly handling food from receiving to service, setting up side stations, professionally and appropriately interacting with guests during breakfast, and anticipating guest needs. The training also includes discussion of major food allergies, foodborne illness, and sanitation regulations. By completing the training and passing the certification exam with a score of 70% or higher, trainees can earn the Certified Breakfast Attendant designation.START for Individual Positions and quickSTART for Individual Positions provide resources for training new or prospective employees in general hospitality knowledge, soft skills, and position-specific knowledge, combined with the opportunity to earn professional certification. In addition to the Breakfast Attendant module, training and certification is available for the following positions: front desk representative, guestroom attendant, restaurant server, kitchen cook, and maintenance employee.All of the START programs are available in print and online versions, with an instructor's guide and participant study guide, as well as access to the certification exam. The main difference between the START and quickSTART programs is that, for START, job breakdowns are taught in a classroom setting, while for quickSTART, those tasks are taught on the job and validated by a supervisor or trainer. The Breakfast Attendant program is available in English.For more information, visit or contact an AHLEI sales manager at 1.800.349.0299 or +1.407.999.8100.

AHLEI and OAS Sign Memorandum of Understanding to Boost Training Opportunities for Small, Medium-Sized Enterprises in the Americas

Educational Institute ·13 March 2017
The American Hotel & Lodging Educational Institute (AHLEI) has signed a Memorandum of Understanding with the General Secretariat of the Organization of American States (OAS) through its Executive Secretariat for Integral Development to provide training opportunities that will improve service quality for small and medium-sized tourism enterprises throughout the Americas."AHLEI is widely recognized as one of the leading sources of hospitality education, training and professional certification of hotel employees," stated Richard Campbell, Chief, Culture & Tourism Section, Department of Economic Development, Executive Secretariat for Integral Development, Organization of American States. "We recognize the quality of AHLEI, having worked with them before, and we are looking forward to seeing the benefits of this agreement."From December 2001 through December 2011, the OAS and AHLEI had a project agreement that focused on lodging properties in the Caribbean. The new agreement expands the scope of the agreement throughout the Americas. AHLEI is an associate member of the OAS Inter-American Committee on Tourism and has participated in several OAS tourism-related events, including the Encounters of the Inter-American and Caribbean Network of Small Hotels, and the Inter-American Congress of Ministers and Higher-Level Authorities of Tourism."AHLEI has had a long and fruitful relationship with the OAS and we look forward to expanding the scope of our work with them in the Americas to enhance the service quality of the hospitality and tourism industry at all levels," stated Ed Kastli, AHLEI's vice president, international sales.Through the MOU, the OAS will promote the use of AHLEI products to small and medium-sized tourism enterprises (SMEs), offering a 20 percent discount to tourism SMEs in its members. AHLEI will also work with the OAS to develop new training resources targeted to small hotels."There is a need to improve the tourism product and service quality provided by small and medium-sized tourism enterprises, such as hotels as a way of enhancing their competitiveness," said Campbell. "Access to training is an issue that continues to plague them; high employee turnover and lack of resources affect levels of quality and service throughout the Americas. By utilizing already-existing training from AHLEI, we can support these enterprises and provide the means for them to enhance their competitiveness."Campbell added, "We are very proud of this agreement and look forward to executing it. We already have a strong history of engagement with AHLEI. This agreement makes a further seal to bind that relationship even tighter going forward."

AHLEI and EUHOFA Sign Memorandum of Understanding

Educational Institute · 1 March 2017
The American Hotel & Lodging Educational Institute (AHLEI) and EUHOFA International, a worldwide association of leading hospitality and tourism schools with more than 200 members in more than 50 countries, have signed a Memorandum of Understanding to explore potential areas of cooperation between the two organizations. The agreement was signed in early December during the 55th EUHOFA International Congress in Nairobi, Kenya. The signing ceremony included EUHOFA officers and board members including (pictured, from left): Javier Gonzalez Vizcaino, Lluis Serra, EUHOFA president Maria Wiesinger, AHLEI's Ed Kastli, Jacqueline van der Zwan, and Peter Jones (background)."As the International Association of Hotel Schools (EUHOFA), we are particularly pleased to enter into a formal relationship with one of the foremost international providers of materials for hospitality education. AHLEI has a global presence and a well-deserved reputation for the quality of their materials," said Professor Peter Jones, MBE, treasurer of EUHOFA International. "This new relationship helps to support both of our organizations and provides significant additional benefits for our members through providing learning resources that can only benefit our students and schools. We look forward to long and fruitful relationship."Through the MOU, EUHOFA will purchase a broad range of AHLEI's hospitality education and professional development resources to be made available to EUHOFA members. AHLEI will also extend preferential pricing to EUHOFA members on purchases of additional materials, including textbooks, eBooks, and professional certifications. AHLEI has been a corporate sponsor, preferred partner, and associate member of EUHOFA since 2012. This MOU deepens the already-existing relationship between the two organizations."As non-profit organizations in existence for more than 50 years, both EUHOFA and AHLEI share the same mission and vision: raising the level of education and training in hospitality," said Ed Kastli, MBA, CMHS, CGSP, AHLEI's vice president, international sales. "We are really proud to support EUHOFA in being one of their first corporate sponsors, and are excited, through this new arrangement, to provide its member schools with easier and preferential access to our programs to assist their professors and students in their educational needs."

AHLEI to Offer Certifications in Partnership with Lobster Ink

Educational Institute ·18 January 2017
The American Hotel & Lodging Educational Institute (AHLEI) has entered into a new partnership with Lobster Ink, a global hospitality learning platform, to offer the American Hotel & Lodging Association's globally-recognized industry certification in conjunction with select Lobster Ink training courses.Headquartered in Geneva, Switzerland, Lobster Ink courses teach international skills and product knowledge training across 100 countries. Using a unique blended learning platform, Lobster Ink helps learners at more than 20,000 establishments achieve course outcomes efficiently, improving both their practical and theoretical knowledge of hospitality service.Through this partnership, learners who complete the following six courses on Lobster Ink's online platform will receive a professional certification from AHLA:Sales ProfessionalBar ProfessionalFood and Beverage Service ProfessionalFront Office ProfessionalHousekeeping ProfessionalCoffee Professional"We are excited to work with Lobster Ink as they share our commitment to be the world leaders in hospitality learning," said Joori Jeon, AHLEI's chief executive officer."The hotel and lodging industry offers a doorway to long-term career development and professional growth. Lobster Ink and AHLEI aim to align learning journeys and together with the industry, map fit for purpose learning to continuously increase knowledge, skills and behavior across the sector for all team members." Fasie Malherbe, President, Lobster International.See our partnership vision come to life. For additional information on course offerings, please email

AHLEI's Revised Certified Hotel Administrator (CHA) Offers Modular, Online Content

Educational Institute ·21 November 2016
The American Hotel & Lodging Educational Institute (AHLEI) has developed new preparation and exam materials for the Certified Hotel Administrator (CHA). The CHA is the most prestigious certification available for hotel general managers and hospitality executives.The revised review resources are offered entirely online, with study guide materials available for download in PDF or ePub formats. The program is accessible for online viewing or can be reviewed on the go by downloading the program content to a handheld mobile device, tablet or laptop for offline reading.All sections of the preparatory material have been updated, and a new section on revenue management has been added. The program also includes an assessment tool with practice tests for each section. The topics, which can be completed in any order, include:Financial ManagementFood and Beverage ManagementHuman ResourcesLeadershipMarketing and SalesRevenue ManagementRooms ManagementThe new format features an exam at the end of each module, rather than one comprehensive final exam. The modular format enables candidates to complete the certification exam over multiple sessions.For more information, prospective CHA candidates should contact AHLEI's Professional Certification department at 888-575-8726 or

Hotel Industry Responds to Human Trafficking Crisis with New Online Training Program

Educational Institute · 7 November 2016
currently available in English, the training will eventually be available in 14 additional languagesContent that is compliant with many new city ordinances and state laws requiring hotels to train their employees on human trafficking."We are so excited that the update not only broadens training to include both labor and sex trafficking but it is also now relevant on a global level," said Michelle Guelbart, Director of Private Sector Engagement for ECPAT-USA. "The hospitality industry has made such headway in the fight against commercial sexual exploitation and trafficking of children and we know that with this re-launch, we will see even more progress."The new online training program is just one of the many resources available from AHLA to help its members educate their employees about human trafficking. The "Combat Human Trafficking" page in the members-only "Best Practices Center" of AHLA's new website includes links to:Human Trafficking Awareness PosterHuman Trafficking Indicators cardDepartment of Homeland Security's Blue CampaignChild Trafficking Webinar for AHLA membersThe page also includes links to human trafficking information from the U.S. Department of Health and Human Services, the U.S. Department of Justice, the Alliance against Human Trafficking, and the National Center for Missing & Exploited Children.Your Role in Preventing Human Trafficking: Recognize the Signs training is available to hotel properties through a license agreement for one year with unlimited users. It is not available for individual sale through AHLEI's online store. For more information, visit or call 1.800.349.0299 or +1.407.999.8100.

AHLEI Partners with Slatin Media Group to Offer Disability-Focused Service Training

Educational Institute ·26 October 2016
without the uncertainty, confusion, and missteps that often characterize the experience of both service providers and hotel guests with disabilities.The program shows learners how to apply the Five Elements of Service to ensure effective service interaction. They will learn general information about disabilities, as well as specific techniques for serving people who are blind and vision-impaired, deaf and hard of hearing, and mobility impaired.The program was developed by Slatin Media Group, co-founded by Peter Slatin, a hotel consultant and writer who is blind, and Jason Willensky, an instructional designer specializing in online learning, performance support, and classroom training for industry and government. The content of the program is based on Slatin's in-person workshop of the same name.Slatin, a noted writer on business and commercial real estate, created the program as a result of experiences he had during his global travels."As I've traveled, either with my guide dog or my white cane, I've had so many encounters with staff at hotels, airports, restaurants, and taxis, and often thought to myself, 'Why doesn't someone train these workers in how to interact appropriately with guests who have disabilities?'" he recalled. "Finally, after a particularly terrible experience, I decided that I had to create something myself."Slatin initially designed an in-person workshop, which he has delivered at individual hotel properties around the country. To broaden the accessibility of the training, he decided to translate the program into an online format, with the expertise of Willensky."The information in the course is mostly intuitive knowledge, but presenting it in a formal training setting gives employees the permission to do what they think is right," said Slatin. "It's all about social access--making destinations accessible and appealing to all travelers."The Elements of Service online program is available for individual learners and can also be licensed by organizations who wish to train multiple employees. For more information, visit or contact an AHLEI sales manager at 1.800.349.0299 or +1.407.999.8100.

AHLEI and Pacific Asia Travel Association Sign Memorandum of Understanding

Educational Institute ·24 October 2016
The American Hotel & Lodging Educational Institute (AHLEI) and the Pacific Asia Travel Association (PATA) have signed a partnership agreement to strengthen the bonds and shared interests of the two organizations in the areas of training and education.PATA will promote the use of AHLEI courses and certification programs among its membership, particularly those in the hospitality field, students, and academic institutions. Both organizations will share selected intelligence and research and engage in joint research projects as appropriate. Together, the organizations will explore resources to help AHLEI extend its reach in the Pacific Asian travel market, and for PATA to enter the North American market."We are delighted to be working with the American Hotel & Lodging Educational Institute and believe that this partnership will provide our members the opportunity to further their skills and knowledge in this rapidly evolving industry," said PATA CEO Dr. Mario Hardy. "Our agreement with AHLEI shows our commitment to the development of human capital development in the region especially as we focus our attention next year on the young tourism professional."PATA's membership encompasses 98 government, state and city tourism bodies; 68 academic institutions; 21 international airlines, airports, and cruise lines; and hundreds of travel-related companies throughout Asia Pacific and beyond. AHLEI works with hotel brands, management companies, independent properties, associations, governmental agencies, universities, and schools around the world to provide hospitality training, educational resources, professional certification, and workforce solutions.Ed Kastli, AHLEI's vice president, international sales, stated, "We look forward to enhancing PATA's excellent Human Capital Initiative as it serves as a bridge between academic to industry platforms benefiting both students and young professionals, ensuring a better prepared next generation in the years to come who will elevate the level of service globally."The agreement between AHLEI and PATA came about after more than two years of discussion and is seen as a benefit for the members of both groups."Having served as President and CEO of both PATA and the American Hotel & Lodging Association, AHLEI's parent organization, it is excellent to see both organizations come together as we do share the same vision and passion for developing human capital in the travel and tourism industry," said hospitality consultant Joseph A. McInerney.

American Hotel & Lodging Educational Institute Honors Joanne Goodman as Outstanding High School Educator

Educational Institute · 4 October 2016
The American Hotel & Lodging Educational Institute (AHLEI) has named Joanne Goodman as the recipient of the 2016 Lamp of Knowledge Award for Outstanding High School Educator. The Lamp of Knowledge is given to individuals who demonstrate extraordinary commitment to advancing the quality of professionalism and education in the hospitality industry. Goodman received her award from celebrity chef Emeril Lagasse during the Florida Restaurant & Lodging Association's Hospitality Stars of the Industry Celebration on Wednesday, September 28.Goodman teaches at Oak Ridge High School in Orlando, where she is the lead teacher in the school's Hospitality Management Magnet Program. The program uses AHLEI's Hospitality and Tourism Management Program (HTMP) curriculum to introduce students to hospitality careers. Goodman opens the world of hospitality to her students through field trips, guest speakers, mentors, job shadowing, and internship opportunities. She also provides her students with a personal industry perspective based on her own career.Goodman had a 22-year career with Marriott International in a number of management positions, including 13 years as a general manager. While with Marriott, she worked in five states, in 10 hotels, and for four different Marriott brands. She also taught an evening certification class at Mid-Florida Tech and served on their board for 12 years. For this, she was recognized by the FRLA Educational Foundation as Industry Partner of the Year. She is the only person to have received a Pineapple Award as both an Industry Partner and a teacher.Goodman retired from Marriott in 2010 and has been teaching for both Orange County public schools and Valencia College as a hospitality management instructor ever since.

American Hotel & Lodging Educational Institute Honors Best Western's Ron Pohl With Arthur Landstreet Award

Educational Institute ·28 September 2016
Ron Pohl, CHA, CRDE, is the 2016 recipient of the American Hotel & Lodging Educational Institute's Arthur Landstreet Award. Pohl received the award during a luncheon on Tuesday, September 27 at The Lodging Conference in Phoenix, Arizona. Named after the Tennessee hotelier who founded the Educational Institute, the Arthur Landstreet Award is presented to an individual who has made a lasting impact on the quality of professional development and training in the hospitality industry.Past winners of this award include Jonathan Tisch, Eric Danziger, Richard Kelleher, Mike Leven, and Joseph Kane. Best Western CEO David Kong received the award in 2012.Pohl is senior vice president of brand management for Best Western(r) Hotels and Resorts and serves on the company's executive committee. He joined Best Western in 2007 as vice president of operations. In that role, he significantly improved revenue management systems, implemented new and innovative education and training resources, and launched the industry-leading Best Western I Care(r) program.Pohl demonstrates a passion for promoting hospitality studies and empowering the next generation of industry leaders. He serves on the Advisory Board for Grand Canyon University, partnering with the University on the promotion of its new Hospitality College.He created Best Western International University - Best Western's online education website for hotel staff and corporate employees - which includes a partnership using AHLEI courses and certifications, Rosetta Stone(r), and the University of Phoenix. During the past year, 1,953 Best Western employees representing more than 1,800 properties earned the Certified Front Desk Manager (CFDM) from AHLEI. The company will offer three additional online training and certification programs targeting additional professional positions.Under Pohl's leadership, Best Western has made significant investments in innovative educational tools and systems to enhance operational support to Best Western hotel owners and staff. For example, as part of the I Care(r) Every Guest Every Time program, hotel staff participate in "Avatar training" -role-play training that allows hotel staff to improve customer service skills by practicing with a live, interactive avatar.

AHLEI Publishes New Edition of Managing Service in Food and Beverage Operations

Educational Institute ·21 September 2016
The just-released fifth edition of Managing Service in Food and Beverage Operations, published by the American Hotel & Lodging Educational Institute (AHLEI), encourages everyone involved in F&B operations to "think and act like the owner" to achieve success and demonstrate genuine care for guests. Written by Ronald F. Cichy, Ph.D., CHA Emeritus, CFBE, of The School of Hospitality Business at Michigan State University, and Philip J. Hickey, Jr., chairman of Miller's Ale House and a past chairman of the National Restaurant Association, this textbook provides practical, thorough information designed to help both students and industry practitioners create food and beverage operations that keep guests coming back for more.This textbook shows readers how food service professionals create and deliver guest-driven service, enhance value, build guest loyalty, and promote repeat business. Readers will learn how every aspect of a food service operation contributes to the guest experience and will explore unique features of a variety of food and beverage operations.The fifth edition includes information on the latest F&B trends such as food trucks and pop-up restaurants; extensive revisions to the menu chapter, including new information on menu trends; new material on F&B-related technology such as online ordering and restaurant apps; and new sections in several other chapters. In response to customer feedback, "task breakdowns" and many other appendixes from the previous edition were deleted.Educators at hospitality management programs in the United States can order this and all of AHLEI's textbooks directly from AHLEI, as the organization discontinued its distribution agreement with Pearson Higher Education, effective July 1, 2015. U.S. academic customers can place orders and request desk copies by contacting or by calling 1.800.344.4381 or +1.517.372.8800. Industry customers can order online at

Travel Oregon Becomes First State Tourism Agency to Earn Certified Guest Service Partner Designation from AHLEI

Educational Institute ·16 August 2016
Travel Oregon has become the first state tourism agency to earn the title of Certified Guest Service Partner from the American Hotel & Lodging Educational Institute (AHLEI). To achieve this distinction, all staff members completed AHLEI's Guest Service Gold(r) training and earned the Certified Guest Service Professional (CGSP(r)) designation."Having the entire team at Travel Oregon certified speaks to the value we see standout customer service making in a guest's impression of a destination," said Travel Oregon CEO Todd Davidson. "As we work to share the wonders of Oregon with travelers, we remind ourselves that individuals are as unique as our state, and finding special ways to connect and personalize their trip-planning process and stay is sure to instill positive memories."Last fall, the Oregon Restaurant & Lodging Association Education Foundation (ORLAEF) signed an agreement with Travel Oregon to be the customer service training provider for the state's travel and tourism industry, using Guest Service Gold(r) and CGSP(r). As part of that agreement, the staffs of both organizations completed the process themselves."Our staff had fun with the training and certification," said Carole Astley, director, Industry and Visitor Services for Travel Oregon. "We had a friendly contest to inspire staff to aim for the best possible exam score. Prizes were awarded and certificates were presented at one of our all-staff meetings."Most of the Travel Oregon staff members used the online version of the program, which gave them flexibility to fit the program into their schedules with less disruption to regular business operations. AHLEI also offers a print version of the training, which some staff members used instead."As major proponents of the Guest Service Gold(r) training and certification, it's very important that everyone in our organization has experienced the program first-hand," Astley explained. "This is not only for our own benefit, but to demonstrate our commitment to stand behind what we're advocating for our industry partners. As an organization, we discuss the impact that great guest service has on a visitor. And with an extremely competitive travel market, we need to find successful ways to make Oregon stand out. Committing to guest service training is a natural fit."Apparently, the training is having a positive effect in making Oregon stand out. Astley reported that the Gold-certified staff at their main Welcome Center receive "amazing, heart-felt compliments" daily, with comments like "You've made my trip!" "Wow, people in Oregon are so friendly," and "You are SO helpful and the Welcome Center is awesome."

American Hotel & Lodging Educational Institute Honors Christine Saldanha as Outstanding Distance Learning Student

Educational Institute ·28 July 2016
The American Hotel & Lodging Educational Institute (AHLEI) has named Christine Saldanha, executive housekeeper at the Crowne Plaza Hotel & Resorts, Dubai, UAE, as winner of the 2016 Lamp of Knowledge Award for Outstanding Distance Learning Student. The Lamp of Knowledge is given to individuals who demonstrate extraordinary commitment to advancing the quality of professionalism and education in the hospitality industry. The Outstanding Distance Learning Student is selected from among those who completed AHLEI's 12-course Hospitality Management Diploma in the previous year.Saldanha decided to take AHLEI's hospitality management courses through Distance Learning to enhance her knowledge and achieve career growth, while boosting her professional confidence."In-depth knowledge of all operational departments has enabled me to effectively participate in hotel strategy and goal setting meetings for 2016," she said. "It has helped improve my leadership competencies and effectively communicate my ideas for the hotel."Some of those ideas have included a "reward and recognition" program for team members that raised employee satisfaction scores; revised departmental disciplinary action procedures; and encouraging the property's participation in a number of "green" and sustainability programs locally. Saldanha also encourages employees at her property and other area hotels to enroll in AHLEI's Distance Learning courses and mentors them through the e-learning process."Receiving the Lamp of Knowledge Award from AHLEI is indeed very satisfying," said Saldanha. "Education is the key to the future and the process of learning never ends. Today, I feel empowered and energized to fulfill my personal and professional goals and progress towards a brighter future. AHLEI gives us all the necessary tools we need for a better future, or simply to pursue a new beginning as we embark on our unique career paths."

American Hotel & Lodging Educational Institute Honors Fred Mayo With Anthony Marshall Award

Educational Institute ·25 July 2016
Frederic B. Mayo, Ph.D., CHE, CHT, is the 2016 recipient of the Anthony Marshall Award, presented by the American Hotel & Lodging Educational Institute (AHLEI). This award recognizes an individual who has made significant long-term contributions to the hospitality industry in educating future leaders. Mayo was honored during the International CHRIE Summer Conference in Dallas, Texas, on Friday, July 22.Mayo operates his own training, coaching, and consulting firm while teaching part-time at New York University's Tisch Center for Hospitality, Tourism, and Sport Management, where he had been a full-time professor for 10 years. His teaching areas include customer relationship management, leadership, emerging issues, and applied research methods. Before coming to NYU, he was academic dean at The Culinary Institute of America for 12 years.Mayo has served on and chaired several I-CHRIE committees, including the Professional Development Committee and the Future Fund Committee. He has been honored with I-CHRIE's Stevenson Fletcher Award and Howard B. Meek Award. As a consultant, his client list has included Aramark, AAHOA, Bard College, Johnson & Wales University, the American Culinary Federation, the National Restaurant Association Educational Foundation, and AHLEI, in addition to individual students, professors, managers, chefs, and executives.For the past 20 years, Mayo has worked with AHLEI's Certified Hospitality Educator (CHE(r)) program as a Master CHE(r) Trainer, leading numerous workshops throughout the world. He also trains and mentors educators to become Master CHE(r) Trainers.


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